3g idea internet serv

8/10/2019 3g Idea Internet Serv

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A PROJECT REPORT

ON

CUSTOMER SERVICE TOWARDS IDEA 3G INTERNET

SERVICE

In the context of

Submitted by:

In partial fulllment for the award ofthe degree

MASTER OF BSI!ESS A"MI!ISTRATIO!

(2012- 2014)

"OO! BSI!ESS S#$OO%& "E$RA"!

Supervise !"-# Su!$i%%e &" -#


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DEC'ARATION

I hereby that I have worked on the topic CUSTOMER SERVICE TOWARDS 3G

INTERNET SERVICE

All the information that has been collected, analyzed and documented for the project is

authentic possession to me.

I would like to categorically mention that the work here has neither been purchased nor

acquired by any other unfair means. he data and information existing in this report are

accurate and update to the current data, to the best of our knowledge.

!owever, for this purpose of the project, information already compiled in many sources

have been utilized. I extend my sincere thanks to "I#I$! sir, !# %xecutive, !arpreet

$ingh $I#, &.'. #() $ir * !imanshu sir at +!% for their support. All information inthis report is true representation of what I have experienced during the project.


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ACNOW'EDGEMENTACNOW'EDGEMENT

I would like to take this opportunity to express my sincere gratitude to our respected

mentor for her valuable guidance.

I extend my sincere thanks to , !# %xecutive of and my internal guide

-rs. 'ushpa ataria for their support and help in the completion of the project.

I would like to thanks almost everybody at the office for his/her friendliness and helpful

nature.

0ith sincere thanks


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TA&'E O CONTENTS

1. 'reface2. %xecutive summary3. Introduction4. Literature review5. Statement of the problem.6. 5. Objectives of the stud.!. 6. "ature and scope of the stud.

#. !. Limitations of the stud$. %ethodolo&.1'. 8ata Analysis and interpretation11. (onclusion .12. )iblio&raph13. *uestionnaire

E*ECUTIVE SUMMAR+

he next few pages of this report tell about one of the innovative firms in the Indian

telecom industry. I8%A


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I8%A " services are the factors that

bring new opportunities for Idea. &ew entrants 1ever increasing number of telecom

operators in India2 and new technology 1can be an opportunity as well2 pose threats

for Idea. %xternal environment analysis shows that competitive rivalry is very high,

bargaining power of customers is high, bargaining power of suppliers is low, threat from

new entrants and substitutes are also high. his clearly reveals the fact that Idea is in an

extremely competitive environment. %.g. the ongoing tariff war in the highly competitive

Indian telecom market has7been taking new shape with every passing day and it has

reached new heights now. (perators have been announcing new promotional schemes

including reduction in tariffs for voice call, slashing roaming charges and many more

such lucrative offers. #ecently floated idea of per second call rates has further aggravated

competition among telecom players with every operator seemingly imitating others forretaining their market share. elecom sector is all set to see more severe competition.

&ew entrants, falling tariff rates, new technology and new regulations 1mobile number

portability2 are going to cause big changes to this sector. In such a situation the way

forward for a player like Idea, who is not the market leader, is not to initiate a price war

4


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but to concentrate on new differentiated products and services. hey have come out with

many Cfirsts; in India and that is what Idea is remembered for

INTRODUCTION

>


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As India9s leading "$- -obile $ervices operator, I8%A


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he combined holding of the Aditya +irla "roup companies in Idea stands at

around =? per cent.

0ith ambitious future plans, the company is poised for rapid growth.

Our $issi./

(ur @


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imited 1@%scotel2, which we acquired in Hanuary 455E, was awarded the original

licenses in the


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e" e.pe

+oard of 8irectors L

-r. umar -angalam +irla 1


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-r. Ambrish Hain,


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Our ,r%/ers

I8%A welcomes all businesses and individuals interested in partnering with

us to enhance and strengthen the I8%A products * services portfolio.

o explore such potential partnerships, kindly get in touch with us by

submitting the 'artners Borm.

$ome of our echnology and


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-A#%I&"


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C.ver,5e

Idea


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I8%A 7 +rand Galues

Innovate. $timulate. iberate....

It is these brand values, which have made us a formidable player in the telecom

industry. Innovations that stimulate the customer and liberate him from the

shackles of time and space are the core of our brand. his is what we strive for.

&othing more, nothing less, nothing else.

64


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I8%A 7 +rand -ission

he India footprint Idea Anywhere connectivity 7 bringing India closer.

he echnology Advantage Idea omorrow9s technology to enrich today.

he , we have commissioned a +rand rack Index $tudy to

evaluate the health of our brand. he +rand rack Index $tudy is a monthly study

conducted by &$, a marketing consultant engaged by us to evaluate our brand

using face7to7face interviews on a random sample of mobile users a well as those

intending to purchase mobiles within the next three months. According to the

study our brand is perceived as @reliable/trustworthy and one that @offers cheaper

and good promotional offers. 0e have improved our rating in the +rand rack

Index calculated by the study in the past year reflecting, we believe, the growing

strength of our brand.

6>


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Our V,ues

Galues 0e Galue :

Integrity 7 !onesty in every action

At Aditya +irla "roup, Integrity is defined as: Acting and taking decisions in a

manner that is fair, honest, following the highest standards of professionalism and

also perceived to be so. Integrity for us means not only financial and intellectual

integrity, but in all other forms as are commonly understood.

e" .rs %6,% .//.%e I/%e5ri%" ,re#

%thical

ruthful

'rincipled

ransparent

Dpright

#espectful


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#esult Lorientation

$elf7confidence

#eliability

'assion 7 energized action

At Aditya +irla "roup 'assion is defined as: A missionary zeal arising out

of emotional engagement with the organization that makes work joyful and

inspires each one to give his or her best. #elentless pursuit of goals and objectives

with the highest level of energy and enthusiasm, that is voluntary and spontaneous.e" .rs %6,% .//.%e p,ssi./ ,re#

Intensity

Innovation

ransformational

Bire7in7the7belly

Inspirational

8eep sense of purpose

6J


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$eamlessness 7 boundryless in letter and spirit

At Aditya +irla "roup, $eamlessness is defined as:

hinking and working together across functional silos, hierarchies, business and

geographies. everaging the available diversity to garner synergy benefits and

promote openness through sharing and collaborative efforts.

e" .rs %6,% .//.%e Se,$ess/ess ,re#

eamwork

Integration

Involvement

(penness

"lobal

earning from the best

%mpowering.

$peed 7 one step ahead always

At Aditya +irla "roup, $peed is defined as: #esponding to internal and

external customers with a sense of urgency.


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'roactive

8ecisive

6K


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Our r.$.%ers

he Aditya +irla "roup is India9s first truly multinational corporation.

"lobal in vision, rooted in Indian values, the "roup is driven by a performance

ethic pegged on value creation for its multiple stakeholders. Its JJ state7of7the7art

manufacturing units and sectoral services span India, hailand, Indonesia,

-alaysia, 'hilippines, %gypt, . !indalco Industries imited and

E. +irla - !oldings 'rivate imited.

IDEA i/ $ei,

'ress #eleases 7 &ew #eleases

6


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I8%A launches C-y"ang; card L a specially designed pre7paid card for the youth L

+ecomes the first7ever operator to launch a C)outh -obile #adio; service

1-umbai, Huly 6J, 455?2

I8%A


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I8%A 5 years. -y"ang is a segmented product designed

for today;s youth who have evolved needs that extend beyond mere tariff.

he launch of -y"ang underlines I8%A


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edits, print campaign * outdoor publicity. Apart from it, various innovative

media / events has been used to further strengthen the message.

Idea $a #e "a -a ittle


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Binal winners will be gratified with prize money

1s% i//er - Rs; 1 ,

2/ i//er - Rs; ?@7000

4>


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Idea $a #e "a -a

Idea launches Idea $a #e "a -a on Pee -arathi.

Idea $a #e "a -a now will have popular actors from -arathi films, stage *

television actors performing and eyeing for the title.

he contestants are

6. 'rasad (ak

4. 'ankaj Gishnu

>. $unil +arve

E. $umeet #aghavan

=. 'riya +apat

J. -eghana Gaidya

?. $eema 8eshmukh

K. -adhurani "okhale

une in to watch your favorite celebrities battle against each other only on Idea $a

#e "a -a on Pee -arathi at 65 pm.

4E


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rep,i ,/s i/ I/i,

0ith Idea, SIM'ICIT+and AORDA&I'IT+walk hand in hand.

(ur customer centric tariffs allow you all the room in the world to choose the

perfect plan, one which optimizes your usage and keeps your pocket heavy too.

$o, when you talk, you don9t forget to smile.

(nline 'repaid #echarge Gouchers-

Andhra

'radesh

8elhi * &


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1%2

IDEA C6i% C6,%-Re5is%r,%i./ ,/ A%iv,%i./ r.ess

As per the directive from the 8epartment of elecom 18(2, following

8ocuments need to be submitted with the 'repaid %nrollment Borm

$elf Attested 'hotograph

'hoto proof of Identity / $ignature

'roof of Address

'roof of Identity / $ignature

'A&


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#egistered #ent Agreement

+ank 'assbook

4?


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N.%e

'hotograph with .55/7

Airtime (utgoing as mentioned above

4K


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Incoming B#%%

-onthly free call allowances &il

8uration of plan (pen till further notice

Any taxes, in addition to the

above&il

4


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Binancial implications in #s. / month for usage 1mins2

ocal calls to 7 Inter circle $8 Q =55

kms to 7 Bixed 01-2


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service tax 1Iotal -#' 1I /7 for -aharashtra and "oaIncoming Airtime #ate 1#s. per min.2 Bree(utgoing Airtime #ate 1#s. per min.2 o Rdea #s. 6/7 per min, o ocal -obiles

#s 6/7 min, o andline #s.6.= per min'ulse J5Galidity 18ays2 5Beatures $-$ #oaming 1Incoming only2S &ational #oaming 7 Pero #oaming #entalS International #oaming 7 -onthly #ental of #s. 6E/7 on a rolling basis and

feature by default.

8ialing -ode

#s./ -inuteocal o Rdea 6 (utgoing


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#echarge Gouchers

#echarge Gouchers 1#G2 valuing 7

UInclusive of $I- N 'rocessing fee N 64.4EF service tax in INV

#G alktime

1#s.2

'rocessing

Bee 1#s.2

$ervice

ax 1#s.2

Galidity for

physical

vouchers 18ays2

Approx. mins.

of usage

6 E?.>5 6>5 46.? >5 >4>=5 6=6.K> 6J5 >K.6? >5 656==5 >5 655 J5 >5 4J56655 K>5.5E 6=5 645 ?= ==>4455 6K65.5 6=5 4E5 6K5 645J>>55 4K5.6> 6=5 >J5 >J= 6KJ5

>4


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E


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'#%'AI8 IB%(&" W %-I

Introducing ifelong 'repaid at just #s./7

&ow get Idea ifelong 'repaid through 64 easy installments of #s. /7

8etails of the offer L

#echarge 64 times with #s./7 within 64 months to get ifelong Galidity.

%ach recharge of #s./7 gives >5 days validity and Pero alktime

Brom first recharge of #s. onwards, get 7

X X 7 5 days validity on all recharges. Galidity available only on recharge

of #s. 1>5 8ays2X X 7 owest ifelong ariffs. 1ocal -obile pm and =pm to 66pm #s.6 per minuteocal Idea from 66pm to Kam and >pm to = pm 65p per minute

>=


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ocal -obiles #s.6 per minuteocal andline


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o register your Briends * Bamily mobile numbers, send ITspaceQ&umber ETspaceQ&umber = to

EEEE 1toll free2.

Binancial implications in #s./month for usage 1mins2.

-ins of use per month %xpenditure 1#s.21a2 655 mins 1in addition to free mins 7if applicable2 6441b2 455 mins 1in addition to free mins 7if applicable2 4EE1c2 =55 mins 1in addition to free mins 7if applicable2 6665

1d2 6555 mins 1in addition to free mins 7if applicable2 6445

Assumption on


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Idea 7 0omen;s numbers dial

>4> 1call charges #s 6./min2 and select !%' to register the > mobile

>K


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numbers. Any change of nos. post > nos. registered will cost #s 4= per

number change.

%mergency Beature:

%ven if you are on 5 balance, you can make outgoing calls worth #s 4= .

he negative balance will be deducted on your next recharge.

$ecurity Beature:

$end a predefined $-$ on the > numbers registered for loved ones by just

dialing >4E 1toll free2. As soon as you dial >4E, an $-$ 1'ls call

immediately2 free of cost will be sent to these > numbers asking them tocall you.

>


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8aily ips

"et 4 daily tips B#%% on various women related categories for 4E months.

)ou can also select your own category W #s 4=/month/category by dialing

>4> and selecting I'$.

%xpert Advice:

In case of any medical/behavioural assistance u can dial >4> 1select

%Y'%# A8GI


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I$8

o D$A,


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.s%p,i ,/s

I8%A post7paid cards are an effective way of keeping in touch, no matter where

you are.

he activation procedure is simple. All you have to do is

Bill up the activation form 1


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(ther 555/7 1Inclusive of $8 deposit #s. =55/7*

refundable on disconnection of facility2&ational #oaming Access Bee #s. E/7I #oam #s. 4=/7International #oaming Access

Bee

#s. 6=5/7

International #oaming

Activation Bee

#s. 6555/7 1non refundable2

E>


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&ew $-$ 55:55 hrs L

he same are applicable on all 'ost7paid bill plans.

%ach short message is up to 6J5 characters in length * the text can

comprise of words, numbers or an alphanumeric combination.

'4' 7 'erson to 'erson L

Intracircle 1ocal2 #e 6.55/7 0ithin -aharashtra * "oa including Airtel,

+' *


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he toll free helpline no. is 64>E= which can be access directly from any

Idea 'ost 'aid card and can be accessed from a landline by dialing

K44564>E= * 5457E64>E=J.

E=


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REVIEW O 'ITERATURE

-obile commu&cations technology has become one of the hottest topics incommimications. It has evolved along a logical path, from the simple firstgeneration analog technologies to the second generation digital technologies and itstill evolving until now.

>" echnology

4.=" echnology

4" echnology

I" echnology

E" echnology

Analog 2 have mentioned

that an increased acceptance of mobilecommunication networks for conventional services

has led to demands for high bandwidth wireless muhimedia services. he success of

mobile wireless lays in the ability to provide high instant connectivity anytime, anywhere

and the ability to provide high7speed services to the mobile user 1-a, 455E2. In order to

accomplish this, a new generation of mobile communications technology which can

provide the capacity needed for high traffic volumes as well as flexibility in

communication bandwidth or services is required. his new generation of mobile

communications technology will be known as third generation technology or >".

$ource: #ichharia, $hum, -amon 1Hune 62

Ev.u%i./ . M.!Ue C.$$u/i,%i./s Te6/..5"

his section will provide more details information regarding the evolution of

mobile communication technology from the first generation 1I"2 up to the 4.=

generation 14.="2.

EJ


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irs% Ge/er,%i./ (IG) . M.!ie C.$$u/i,%i./s Te6/..5"

In the 6J5s, +ell abs developed the Improved -obile elephone $ervice system

1I-$2, which was to form the basis of the first generation of mobile

communications technology. he first generation wireless system was bo(m in the

6?5s76K5s. It is using analogue system which primarily based on circuit7

switched technology and design for voice, not data 1rillium 8igital $ystems,

-arch 45552. Him !art and -ike !annan

1455E2 agreed with that statement that stated that I" technology provided the

foremost voice service7using analogue, but not data service. he most successful

analogue systems were &- 1&ordic -obile elephone 7 $weden, &orway and

Binland2, A-'$ 1Advance -obile 'hone $ervice 7 Asia, &orth America2, %A


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used a variety of standards such as ime 8ivision -ultiple Access 18-A2,


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Se./ Ge/er,%i./ (2;@G) . M.!ie C.$$u/i,%i./s Te6/..5"

he 4" systems have been increased in the features over years. 4.= generation

technology has developed as upgrades to 4" approaches 1 #amachandran,

&ovember 455>2. An enhancement upon this second generation of wireless

systems has increased system capacities even further. hese enhancements give for

example better voice quality, fasterdata transfer and packet mode data communications. It essentially 9bridges9

technology that allow service providers a smooth transition from 4" to >" system.

E


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STATEMENT O T9E RO&'EM

In India , there is no research being conducted to study on user awareness towards >"

services. (ne of the reasons is because of the >" network and services are not launch

yet. !owever, there is a study on user acceptance towards >" services being conducted

by India . he study is limited to few people who are selected randomly to be a sample

for >" trials. Dnfortunately, this research remain confidential and use by India.

=5


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O&BECTIVE O T9E STUD+

6. o identify the >" services provided by the Idea " service.

>. $atisfaction of customer towards >" services .

=6


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NATURE AND SCOE O T9E ROBECT

he scope of this project consists of telecommunication companies in India .

telecommunication companies selected are these because they are the only

companies in India who got a >5 license. India;s industrial hub and one of the

most prosperous states.

hat is a reason why researcher of this project has chosen this area to select a

respondent for data collection.

=4


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'IMITATION

D,%, ,essi!ii%" ,/ ,v,i,!ii%"

'roblem in any research are inevitable. -ore pertinently when data required are

considered as confidential, hi this research, it occurs because did not want to give

any information required by the researcher. Bortunately, elecom company Idea is

willing to cooperate. If not, for sure the first objective of this research will not be

achieved. !owever, there is limited information given by elecom since there is

information that is considered as confidential

'i$i%e s.ure . i/.r$,%i./

ack of previous research and limited source of information, make it difficult for

researcher especially to do literature review. +esides, these limited sources also

difficult to be accessed. his is because almost all of the information about >" is

published byother countries. herefore, researcher has to purchase that articles or journals in

order to obtain valuable information for this research paper.

Ti$e ./s%r,i/%

he research has to be done in a very limited time. he researcher has only been

given four months to complete the whole task[ find a topic, do literature review,

make data collection, analyze data and write a report. It is quite difficult for theresearcher to do all these things within time given since there are other subjects

taken by the

researcher.

=>


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RESEARC9 MET9ODO'OG+

they will know the level of user in India awareness towards >" services.

>" services that they have provided study will help them to improve their services study can be indirect promotion for their >" services

Rese,r6 pr.!e$#

o study consumer trends, behavior, preferences and level of " Internet $ervices . he study was conducted in 8ehradun with

sample size of =5 and sample units were suppliers and

" Internet $ervices.

o o study the level of customer satisfaction in Idea >" $ervices .

o o study customer purchase decision behavior.

o o understand the needs of different consumer segments.

=E


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Rese,r6 Desi5/

he following methodology was adopted for the study purpose:

T"pe . rese,r6:

8escriptive and qualitative research design were used while conducting the project.

$ampling 8esign was taken by the researcher as the #esearch design.

he major purpose of the study is to describe the state of affairs as it exists at present.

he study was based on the facts or information already available, * analysis of this

available information make a critical evaluation of the material.

Rese,r6 Me%6.Te6/iue#

In the project report the researcher used following techniques while conducting his study:

Analysis of documents

$urvey -ethod+ , mar-et surve was done on life insurance

companies.

Interview 1'ersonal2: +oth open and closed ended 1unstructured2 questions were

asked while taking some information from the users of the cellular at 8%!I.

==


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\uestionnaire 1$tructured2: A structured designed comprehensive questionnaire

was framed and pretested for data collection from the customer of mobile

Rese,r6 D,%,

8ata is the key activity of marketing research. he design of the data collecting method is

backbone of research design.

8ata constitute the foundation of statistical analysis and interpretation. !ence the first

step in statistical work is to obtain data.

8ata can be obtained from two important sources, namely:

6. 'rimary 8ata

4. $econdary 8ata

ri$,r" D,%,#

'rimary data are gathered for the specific purpose or for a specific research project,

consist of original information for the fulfillment of project objective.

0hen the data are required for the particular study can be found neither in the internal

record of the enterprises nor in published sources. In some cases it may become

necessary to collect original data.

'rimary data can be collected in four ways:71; (bservation

2; $urvey

Se./,r" D,%,#

=J


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$econdary data are the data, which already exists somewhere. $econdary data provide

starting point for research and after that the advantage of low cost and ready availability.

$econdary data can be divided into two types:

6. Internal data

4. %xternal data

0hen researcher uses the data that has already been collected by other data are called

secondary data. $econdary data can be obtained from journals i.e. internal sources report,

government publication and books, professional bodies etc.

Internal data are reports and memos generated within an organisation to facilitate its

operations and annual report. %xternal data are those specially produce for outside

consumption.

S.ures r.$ 6i6 %6e rese,r6er 6,s %,>e/ %6e se./,r" ,%, ,re ,s

u/er#

6. 8irect observation

4. Idea website

>. +ooks for marketing management

E. $urveys and customer data * report

SAM'E DESIGN

Are, . S,$pe#

he areas covered up in this survey was 8ehradun

=?


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DATA ANA'+SIS AND INTERRETATION

ue 1 C./su$er &e6,vi.r %.,rs 3G servies

$tudent =5

$erviceman 45

(thers >5

=K


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\ue 4 0hich is your cellular service provider]

Godafone 45

Idea E5

Airtel >5

(thers 65

=


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\ue > 0hat type of connection are you using] Z

'repaid J=

'ostpaid >=

J5


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\ue E Are you using >" services]

)es J&o >6

J6


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J4


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\ue = If )es, which is your >" services 'rovider

Airtel E5

Godafone 45

Idea 45

(thers 45

J>


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\ue J 0hich >" services are you using]

Gideo


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\ue ? 0hich >" device are you using]

-obile EJD$+ $tick 4E8ongle 6=(thers 6=

J=


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\ue K #ate your level of satisfaction with the overall>" services ]

Gery dissatisfied 45

$omewhat dissatisfied 4=

&either satisfied nor dissatisfied 65

$omewhat satisfied 6=

Gery satisfied >5

JJ


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IDEA SERVICE

Galue Added $ervicesHust when you thought you had the cake, we made it possible for you to eat

it too.

Introducing !% I8%A Galue Added $ervices, a vibrant bouquet of Olittle

conveniencesO Osmall pleasuresO Obits of happinessO Odollops of infotainmentO and

all those Oitsy bitsyO wants of yours that together make up !% +I" $-II&"

'I


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#oam ike !ome 7 with I8%A

&ow you have one more reason to select Idea network while roaming in India. )ou

can enjoy a C#oam ike !ome; experience even while roaming. I8%A is the first

telecom operator in India to offer this facility to it;s valued roamers.

We prese/% , 6.s% . ver" ./ve/ie/% : rie/" e,%ures -

^ 8ial directly from your phone book. )ou can call numbers saved in your

phonebook, without adding $8 or I$8 codes to the entries. his saves you the

bother of remembering the concerned codes or manually dialling every number.

%x: If you are a customer from DA% and you have saved your home telephone

number in your phonebook as =5J64>E=J. &ow when roaming with Idea, you can

call the same number directly, without prefixing N?6 1I$8 dialling code for

DA%2 each time you want to call homeR^ Auto call correction of all misdialled

calls. 0hen you dial a new number, this service will complete your call even if a

wrong or incomplete prefix has been added to the number.

^ 8irect access to your Goicemail box. &ow you can make extensive use of your

G-$ feature, even while roaming. 8ial your voicemail short code directly withoutany authentication codes.

^ 8irect dialling to your home customer care number. %x: If you have saved the

customer care number of your mobile operator as 64>E= in your phone book, you

can call them at the same number even while you are roaming 1which would not

have been possible otherwise2

R.,$i/5 i/%. IDEA Cires

$etting Dp #oaming0hen you come into any of the I8%A networks, switch off and restart your phone.

In case, the network is not registered automatically, go to the phone settings menu

and select the network manually.

JK


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&ational #oaming and 'repaid #oamingIncoming


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Idea offers you this service at no deposit or rental charges. o activate $-$ A


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DATA ANA'+SIS

1; C./su$er &e6,vi.r %.,rs 3G servies

$tudent =5$erviceman 45(thers >5

?6


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4. 0hich is your cellular service provider]

Godafone 45Idea E5Airtel >5(thers 65

?4


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>. 0hat type of connection are you using] Z

'repaid J=

'ostpaid >=

?>


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E. Are you using >" services]

)es J&o >6

?E


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=. Are you using >" services]

)es J&o >6

?=


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J. If )es, which is your >" services 'rovider

Airtel 45

Godafone 6=

?J


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Idea E5

(thers 4=

?. 0hich >" services are you using]

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Gideo


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CONC'USION

W6" IDEA

OAttracting and nurturing talent has become the single most dominant force in

business.O

Idea cellular recognizes human resources as a backbone for its long7term success.

0e aim to be the best employer, attracting and retaining the best employees. (ur

people are our greatest resource as they are our biggest differentiator. 0e therefore

hire the best professionals brimming with ideas and develop them for future

leadership positions.

Rdea is all about participation and involvement 7 seek opportunities, give opinions

and always speak your mind. And finally make a difference within the company.

0e have focussed on conserving the best aspects of our unique culture and on

perpetuating what attracts people to join, and remain, at Idea.

?


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+I+I("#A'!)

TeF%!..>s#1; M,r>e%i/5 M,/,5e$e/%: 6>th%dition A $outh Asian 'erspective

'hilip otler, evin ane eller, Abraham oshy, -ithileshwar Hha

2; M,r>e%i/5 M,/,5e$e/%

Arun umar, & -eenakshi

We!si%es: www.idesa.co.in

Nesp,per: +usiness ine

K5
http://www.idesa.co.in/http://www.idesa.co.in/


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UESTIONNAIRE

ue 1 C./su$er &e6,vi.r %.,rs 3G servies

$tudent =5$erviceman 45(thers >5

0hich is your cellular service provider]

Godafone 45Idea E5Airtel >5(thers 65

0hat type of connection are you using] Z

'repaid J=

'ostpaid >=

Are you using >" services]

)es J&o >6

If )es, which is your >" services 'rovider

Airtel 45

Godafone 6=

Idea E5

(thers 4=

K6


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0hich >" services are you using]

Gideo " device are you using]

-obile E5D$+ $tick 45(thers E5

#ate your level of satisfaction with the overall>" services ]

Gery dissatisfied 45$omewhat dissatisfied 65&either satisfied nor dissatisfied 65$omewhat satisfied >5Gery satisfied

3g idea internet serv

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